Duty Manager
Salary: £16.10 per hour
Terms: This is a permanent contract
Reports to: Head of Visitor Experience
Hours: 16 hours guaranteed per week across a 7-day operation
Holiday: Calculated pro-rata
Location: Lightroom, 12 Lewis Cubitt Square
Deadline: 6th August 2025, 12PM
ABOUT LIGHTROOM
Lightroom is a new permanent projection-based arts venue which opened in Kings Cross, London in February 2023. Created through a joint venture between 59 Productions and London Theatre Company, Lightroom creates remarkable artist-led shows for audiences in London and across the world.
We invite the world’s leading creative minds to use our vast space and revolutionary technology to create something completely new. Launching with collaborations with the much-loved British artist David Hockney (Bigger & Closer (not smaller & further away)) and actor and producer Tom Hanks (The Moonwalkers), Lightroom aims to be the home of stories from the world’s most exciting voices across all disciplines of the arts, music, popular science or beyond.
Lightroom is located in King’s Cross on Lewis Cubitt Square, adjacent to Coal Drops Yard and Central St Martin’s. The innovative showspace was designed by 59 Productions in close collaboration with Haworth Tompkins, who designed the venue as a sister space to the award-winning Bridge Theatre. Along with a generous Foyer and gift shop, the space also contains a bar and seating area in collaboration with St John. In late 2023, Lightroom Seoul opened in the South Korean capital.
ABOUT THIS ROLE
At Lightroom, we want to ensure that every visitor enjoys a seamless, engaging, and memorable journey through our venue. Our visitor experience strategy, ‘Illuminating Every Moment,’ sets out how our team delivers an exceptional visitor experience. Every touchpoint in the visitor journey plays a crucial role in shaping their visit, and our team of multi-skilled Duty Managers is at the heart of making this happen.
As a Duty Manager, you will take on a leadership role across all areas of Operations, including Access, Bar & Events, Floor, Retail, Ticketing and Stagedoor. We work fluidly across departments, supporting each other to deliver an outstanding visitor experience. Whether you’re leading the team of hosts, assisting with accessibility needs, ensuring smooth service at the bar, or maintaining a welcoming atmosphere, your focus will always be on teamwork, adaptability, and enhancing the visitor journey. You will coach and demonstrate our Visitor Experience values which are:
Be a brand ambassador for Lightroom
Be Approachable – Foster a welcoming atmosphere with warmth and enthusiasm.
Be Informative – Know the shows, artists, and venue inside-out.
Be Proactive – Anticipate visitor needs and assist them to resolve issues promptly
When on duty you will report into the Head of Visitor Experience and play a key role in fostering a collaborative and supportive culture among your team. We believe that a positive working environment leads to a great visitor experience, and you will be responsible for leading by example—ensuring that every visitor feels valued and every team member feels supported.
Lightroom is open seven days a week, with a mix of daytime and evening shifts. Flexibility is key, and you should expect to work at least one shift per week on a Saturday and/or Sunday, with additional shifts available throughout the week.
This role is ideal for someone ready to step up within Operations, with the ability to lead, motivate, and support a team while maintaining a hands-on, visitor-focused approach.
PERSON SPECIFICATION
- Leading by Example – Ability to set a positive tone for the team and ensuring an exceptional visitor experience.
- Strive for Operational Excellence – A proactive person in upholding operational standards, from health & safety checks to Visitor interactions, regardless of contracted area. Take ownership of your area and ensure everything runs smoothly.
- Nurturing & Coaching – Confident to provide guidance, offer constructive feedback, and ensure a positive and motivating work environment every day.
- Professionalism – Ability to retain composure and leadership. Regardless of how busy or pressured a shift becomes, professionalism must be maintained, both with visitors and within the team.
- Confidentiality & Discretion – The proven ability to uphold complete discretion in handling any operational or staffing matters.
- Communication & Accountability – A clear communicator across various departments, whilst keeping in line with our company ethos and aims.
Visitor Experience
- Drive Commercial Success – Maximise revenue opportunities through ticketing, retail, and bar while optimising operational efficiency. Creating and delivering daily reports.
- Enhance Visitor Experience – Ensure every guest is “illuminated at every moment” by delivering seamless, high-quality service and a keen eye for continuous improvement.
- Cross-Department Collaboration – Work closely with all operational departments to align on business goals and visitor engagement. Communicate with the front line team members on all upcoming events, schedules and updates.
- Operational Excellence – Oversee daily operations, ensuring smooth logistics, compliance, and high standards of presentation in line with the visitor experience strategy.
- Team Leadership & Development – Lead, inspire, and coach a high-performing team to deliver exceptional experiences.
Retail
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and motivating the sales team
- Supporting day to day with reporting, sales targets and commercial delivery
- Monitoring adherence to processes and procedures to reduce stock loss
Door
- Ensuring the safety and security of the public within the building, including bag checks with a 100% penetration rate
- Staying vigilant and being aware of suspicious activity and reporting such activity to managers immediately.
- Immediate response to any and all emergency situations, working as the Duty Manager to restore order, safety and security to the venue.
Bar & Events
- Ensure all food and beverage areas are prepared for set up in advance of each shift and in accordance with relevant standards of procedure
- Drive sales through providing exceptional customer service, identifying upsell opportunities, and lead the operational change over from day to night
- Be the duty manager for private hires, showcasing Lightroom’s exceptional visitor experience and supporting the Operations team with set up, communication and overall delivery.
Access
- Give tailored support to access customers determined by their needs and how they want to journey through the experience
- Work with the Head of Visitor Experience on development of the access offering and access performances
Ticketing
- Ensure that the customer journey from booking into the show space and beyond is as smooth as possible, reporting any opportunities to the Head of Visitor Experience and Head of Ticketing.
- Report on daily tickets sales to the wider Lightroom team
HOW TO APPLY
To apply, please submit your CV and Cover Letter via this link HERE, under the advert for this role. Your covering letter should detail how you meet the criteria within the person specification and why you would like to be considered for the role.
We also kindly request that you fill in an Equal Opportunities Monitoring Form either via this link or the web page.
Should you wish to reach out for an informal conversation about the nature of the role, please contact our Stage Door team via 0330 500 2148 who will direct your call accordingly.
DEADLINE FOR APPLICATIONS
Applications for this opportunity will close at 12pm on 6th August 2025.
Should you require any special assistance with your application, please reach out via email to recruitment@lightroom.uk or call 0330 500 2148.
We look forward to receiving your application.
We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.